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CES for each Design Thinking Six Universal Experiences

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a method to use a set of metrics related to each user experience of the business, and then build a formula to calculate the Customer Engagement Score (CES) with Net Promoter Score (NPS) input. The objective is to use CES and NPS to achieve measurable improvements for data-driven business improvement in the DevOps process.

Country

Undisclosed

Language

English (United States)

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CES for each Design Thinking Six Universal Experiences

While companies are driving data-driven business improvement such as Software as a Service (SaaS) offerings, those companies cannot find one metrics that can measure all types of improvements for various offerings, services, products, and solutions.

In the web analytics domain, there are articles about general discussion and information about customer engagement scores (CES), but all are very general. Each customer has an associated CES score based on activity and usage of the company's products and services. A higher score represents a healthier and happier customer. The company then groups customers into segments (e.g., demographics, products, account owners, etc.) and sees how the segment is performing compared to other segments, as well as identifies problem customers in those segments. The score can also be used to estimate areas such as how likely customers are to renew, upgrade, purchase additional products, and so on. If a company has a free trial product, for example, the CES is a great way to estimate likelihood of closing.

The novel approachis to use a set of metrics related to each user experience of the business, and then build a formula to calculate the Customer Engagement Score (CES) with Net Promoter Score (NPS) input. The objectiveis to use CES and NPS to achieve measurable improvements for data-driven business improvement in the DevOps process.